Case Study: Berlin Brands Group achieves 24% fewer customer service inquiries with parcelLab

Berlin Brands Group cuts customer service requests by 24% with parcelLab

Berlin Brands Group (BBG), a global creator and distributor of consumer products, faced a challenge in managing post-purchase communication for its international customer base. With minimal outreach after checkout, BBG experienced a high volume of customer inquiries. They needed a multilingual solution to provide a seamless and personalized experience, which led them to partner with the post-purchase provider parcelLab.

parcelLab implemented a solution that delivered real-time, personalized shipping updates in 12 languages through an embedded order status page. This proactive communication reduced BBG's customer service inquiries by 24%, streamlined operations, and enhanced customer loyalty. The vendor's platform also achieved an 88% open rate on its communications, significantly improving the post-purchase experience.

Berlin Brands Group